- Impact
- 159
SnapNames just deleted my support request with no reply after having me go to the trouble of replying to their own email about it. What kind of nasty disgusting treatment and attitude is that? Times have really changed for the worse these past years and people are such sociopaths these days.
So on Sunday April 29 I received email that I had successfully backordered a domain name at the old $69 price and my payment source was charged - one which I was the party who had just let expire and drop after having it already for over two years. To my knowledge I certainly had no such backorder and I opened a support ticket to express that and request a refund.
The ticket was marked "Closed" and I was also sent an email from SnapNames Support asking me to state which domain name my ticket was about, despite having already given them the full April 29 order #.
Before replying I was fishing around in my SnapNames account where I came across the "Pending Orders" section. There I found another old backorder for $69 for a domain I also have now, and I realized I probably did have an old backorder for the domain caught on April 29 just days ago which had failed in 2016 but was kept active in "Pending Orders." So I then replied to SnapNames with this:
"The domain name is [deleted]. I acquired that domain via another backorder service in 2016. It seems I would have had a competing SnapNames backorder on it then too, but that backorder failed in 2016. I did not intend for any SnapNames backorder to reactivate in 2018. I’m the person who just let the domain expire and drop after having it since 2016, which was my intention now. If a 2016 SnapNames backorder that failed in 2016 was still in my Pending Orders section, where I also found another one I deleted yesterday, then it would have at least helped to receive email alerts prior to the drop that would have enabled me to cancel it in time. I did not receive any. I did not wish to catch this name yesterday or pay for any backorder on it."
Then I went away for a few days to visit an ailing relative. Today I decided to check the status of the support ticket. I did not find any email from SnapNames, and when I logged into my account I discovered they had simply deleted the support ticket entirely without a word. How nasty is that? Maybe they think people are unlikely to say anything because of how "important" they are for backordering valuable domain names, but if that's what they thought this time I'm not having it. Treating people that way is disgusting, plain and simple. I'm not even 100% sure I really had this backorder, but I'm reasonably persuaded it was probably there. Even just replying by saying I had a backorder that was left in effect and "sorry no refunds, pal" would be far better than this. What they have done instead, however, is simply asinine, nasty, stupid and rude. And that's not even addressing yet the truly money grubbing implications of not receiving any email alerts to give you time and notice to delete such potentially lingering backorders, ay?
Shame on you for treating a customer this way, SnapNames.
So on Sunday April 29 I received email that I had successfully backordered a domain name at the old $69 price and my payment source was charged - one which I was the party who had just let expire and drop after having it already for over two years. To my knowledge I certainly had no such backorder and I opened a support ticket to express that and request a refund.
The ticket was marked "Closed" and I was also sent an email from SnapNames Support asking me to state which domain name my ticket was about, despite having already given them the full April 29 order #.
Before replying I was fishing around in my SnapNames account where I came across the "Pending Orders" section. There I found another old backorder for $69 for a domain I also have now, and I realized I probably did have an old backorder for the domain caught on April 29 just days ago which had failed in 2016 but was kept active in "Pending Orders." So I then replied to SnapNames with this:
"The domain name is [deleted]. I acquired that domain via another backorder service in 2016. It seems I would have had a competing SnapNames backorder on it then too, but that backorder failed in 2016. I did not intend for any SnapNames backorder to reactivate in 2018. I’m the person who just let the domain expire and drop after having it since 2016, which was my intention now. If a 2016 SnapNames backorder that failed in 2016 was still in my Pending Orders section, where I also found another one I deleted yesterday, then it would have at least helped to receive email alerts prior to the drop that would have enabled me to cancel it in time. I did not receive any. I did not wish to catch this name yesterday or pay for any backorder on it."
Then I went away for a few days to visit an ailing relative. Today I decided to check the status of the support ticket. I did not find any email from SnapNames, and when I logged into my account I discovered they had simply deleted the support ticket entirely without a word. How nasty is that? Maybe they think people are unlikely to say anything because of how "important" they are for backordering valuable domain names, but if that's what they thought this time I'm not having it. Treating people that way is disgusting, plain and simple. I'm not even 100% sure I really had this backorder, but I'm reasonably persuaded it was probably there. Even just replying by saying I had a backorder that was left in effect and "sorry no refunds, pal" would be far better than this. What they have done instead, however, is simply asinine, nasty, stupid and rude. And that's not even addressing yet the truly money grubbing implications of not receiving any email alerts to give you time and notice to delete such potentially lingering backorders, ay?
Shame on you for treating a customer this way, SnapNames.
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